Customer Success – Support / Full-time / Remote

The Customer Loyalty Representative will play a key role in strengthening customer relationships and helping members continue to benefit from valuable digital protection solutions. This remote position focuses on customer retention, proactive engagement, and delivering personalized support experiences. You will connect with customers through inbound and outbound interactions, understand their needs, and recommend solutions that provide meaningful value. The role offers an opportunity to develop sales, communication, and customer success skills within a fast-growing technology environment. Successful candidates will combine empathy, problem-solving ability, and a passion for helping people navigate digital safety challenges. This is an ideal opportunity for motivated professionals looking to grow their career in a SaaS-focused organization.

Accountabilities:

The Customer Loyalty Representative will focus on retaining customers, improving satisfaction, and creating positive experiences through consultative conversations and proactive support.

Handle inbound customer cancellation calls with the goal of understanding concerns, addressing challenges, and retaining customers.
Conduct outbound outreach to existing customers with unsuccessful subscription payments and help resolve account issues.
Provide exceptional customer service through active listening, empathy, and effective problem-solving.
Educate customers on digital safety solutions and best practices to help protect their online identity.
Build strong customer relationships by understanding individual needs and recommending relevant solutions.
Identify retention and upsell opportunities by aligning available products and services with customer goals.
Become knowledgeable about digital security trends, industry developments, and customer protection best practices.
Communicate the organization’s mission and value proposition effectively during customer interactions.
Maintain consistent performance against customer retention, satisfaction, and sales-related goals.
Collaborate with team members to support a positive and results-driven remote work environment.

Requirements:

The ideal candidate is a motivated, customer-focused professional who enjoys building relationships, achieving goals, and helping customers find solutions.

1–2 years of experience in sales, customer retention, customer success, or a similar customer-facing role.
Proven ability to consistently achieve or exceed performance targets and key metrics.
Strong verbal communication skills with the ability to engage customers naturally and confidently.
Customer-first mindset with excellent listening skills and the ability to understand customer needs.
Self-motivated approach with the ability to work independently in a remote environment.
Strong problem-solving skills and the ability to think quickly during customer interactions.
Ability to collaborate effectively within a team and contribute to shared goals.
Business-minded approach with the ability to identify opportunities and recommend appropriate solutions.
Willingness to continuously learn about industry trends, products, and customer needs.
Availability to work the required schedule: 9 AM–6 PM MT, with adjusted Saturday hours and Thursdays/Sundays off.

Benefits:

Competitive compensation package including $18/hour base pay plus commission.
Estimated total annual compensation of $52,000–$56,000, depending on performance, experience, and role-related factors.
Fully remote, work-from-home opportunity.
Comprehensive health and wellness benefits.
Retirement savings plan.
Paid parental leave.
Supportive and inclusive workplace culture.
Opportunity to grow within a fast-moving technology and SaaS environment.
Career development opportunities while building customer success and sales expertise.